Genesys Cloud CX Engineer
Only W2Only local to NJ officeNo C/C is acceptable for this roleNot accepting third party employer assistance here Genesys Cloud CX Engineer Weehawken, NJ (Onsite) Long-Term Consulting OpportunityWe are seeking an experienced Genesys Cloud CX Engineer to join a high-profile engagement supporting UBS. This role will be responsible for designing, developing, configuring, and optimizing customer experience and contact center solutions within the Genesys Cloud CX platform.This is an excellent opportunity to work directly with enterprise-scale contact center environments, modern cloud technologies, and customer experience transformation initiatives.ResponsibilitiesGenesys Cloud Design & DevelopmentDesign, develop, and enhance IVR and customer interaction flows using Genesys ArchitectBuild and optimize routing strategies including ACD, skills-based routing, preferred agent, and bullseye routingDevelop conversational bots utilizing Genesys Dialog Engine (NLU/NLP)Create automation workflows leveraging Genesys Cloud APIs and third-party integrationsPlatform Configuration & AdministrationConfigure and support telephony infrastructure including SIP trunks, DID routing, Edge devices, and station configurations Implement and maintain digital channels including chat, email, messaging, and social mediaDeploy new platform capabilities, enhancements, and updatesIntegration & AutomationIntegrate Genesys Cloud CX with CRM, ticketing, authentication, and enterprise systems Develop solutions using REST APIs, JSON, webhooks, and event streamsCollaborate with development teams on middleware and backend integrationsMonitoring & SupportMonitor platform health, call flows, interaction paths, and performance metricsTroubleshoot routing, telephony, and call flow issues Provide L2/L3 support and coordinate escalations with Genesys CareAnalytics & ReportingDevelop dashboards and reporting solutions using Genesys AnalyticsAnalyze operational metrics including SLA, AHT, abandon rates, agent productivity, and customer experience KPIs Identify opportunities for platform optimization and process improvementSecurity & GovernanceManage user roles, permissions, and access controlsSupport SSO integrations and compliance initiatives Maintain security and data privacy standardsRequired QualificationsTechnical Experience3+ years of hands-on experience with Genesys Cloud CXStrong expertise in: Genesys Architect IVR and call flow development ACD and routing strategies SIP telephony and trunking Digital channels (chat, email, messaging)Experience with: REST APIs JSON Web Services OAuth Authentication SSO / Identity Providers (Azure AD, Okta, Ping, etc.) Knowledge of cloud platforms (AWS and/or Azure)Soft Skills Preferred CertificationsGenesys Cloud CX Certified Professional (GCX-P) Genesys Cloud Architect Certification ITIL Foundation